Income Assistant

Job content

Location: Leicester ( Bede Island )

Salary: £21,451 Per Annum

Contract Type: Permanent

Full Time: 35 Hours Per Week

Closing date: Sunday Monday 30th August 2021

So what’s the role of an Income Assistant all about ?

To provide general administrative support to Income Officers for both current and former resident rent and service charge accounts.

To provide support to tenants with rent queries and arrears advice, recognise the need for support and arranging TST referrals via phone, email, webchat and text messaging.

To support the Income department with contact to tenants to reduce arrears position by collecting payment and or arranging payment plans in line with Income policies.

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Key tasks and responsibilities include:
To assist tenants with rent queries and manage enquiries from tenants with low level debt across various communication methods– phone, email, webchat, social media and text messaging.

To provide support and assistance to a team of Income Officers, working projects to contact tenants with the aim of reducing arrears a cross various tenure types and income streams including rent and service charges

Have the ability to recognise when tenants may need further support and make referrals to TST for benefit advice.

Have a good understanding of the status of all rent accounts in the management area and liaise with the Income officers to reduce debt.

Support the Income Hub achieves agreed performance standards.

Outbound calls to tenants to reduce rent arrears.

To work closely with the Income Officers with the management of the Universal Credit Portal.

To be responsible for monitoring and collection of all sundry debt accounts.

To be responsible for monitoring and managing accounts in credit.

To manage the rent accounts for the organisation’s garage and car park spaces.

To work with the Income Team Manager to identify opportunities for increasing the income on car park spaces.

To assist the Income Team in the collection of data and production of regular reports.

Support the Income Team to deliver focused debt reduction activities such as targeted call outs and marketing campaigns

Positive contribution in team meetings and 121s and a proactive approach to identifying service improvements and areas for personal development.

To provide the highest level of customer care and encourage tenancy sustainment by exploring options with customers

Role model the behaviour and values of PA Housing.

Assisting customers with rent and service charge enquiries.

Negotiating reasonable payment plans to reduce arrears

Taking payments by telephone and setting up direct debits

Preparing documents in relation to the income collection process

Support the wider team in tasks outside of normal duties in response to operational needs

Please refer to the attached job description to find out more…

What’s in it for you?

We recognise that people are at the heart of our business and that success is dependant on enthusiastic and committed colleagues. We make sure they feel supported and encourage a culture of opportunity and learning to enable colleagues to fulfil their potential and make a real difference to people’s lives every day.

In return, we reward our staff for their dedication by offering competitive salaries and an excellent discretionary range of employee benefits some of with include:

26 days annual leave entitlement per annum plus bank holidays (pro rated for part time roles). With the possibility for colleagues to buy or sell a maximum of 35 hours in annual leave year subject to certain conditions
Access to the Simply Health Cash plan scheme for discounted optical, dental and health care bills
Perkbox Rewards – Big discounts on high Street shops, cinemas, airport parking and hotels, savings with Apple, free coffee at Caffe Nero each month, download a free film each month and more!
Health and Wellbeing initiatives such as fitness classes, walking clubs, meditation sessions and more
Travel to work perks such as Bike2Work Scheme, allowing you to purchase a bike under salary sacrifice & 0% Season ticket loans for bus and train tickets

Upon successful to completion of your probationary period, we offer our colleagues an interest free loan of up to £5,000 to assist with general living costs

& much more! Check out our handy benefits flyer to see what else we can offer you!

Do you care about the same things we do?

We have three values we work by. When we meet, we’ll need you to show us how they are important to you too.

We always do the right thing: We offer the best quality service that we can.

We’re there when you need us: We listen and take action ensuring we deliver on our promises.

We never give up: We are courageous in our pursuit of growth to provide more quality affordable homes.

Our EDI Policy:
At PA Housing, communities are at the heart of everything we do. We know how important it is to be representative of our customers and the communities we serve, and we have always committed to creating an inclusive approach to our recruitment process to ensure that we are hiring from a diverse talent pool of people. We’re an Equal Opportunity employer and encourage applications from any individual who has the relevant skills and experience for the role, inclusive of any protected characteristics such as gender identity, ethnic origin, religion or belief, disability status, sexual orientation and age.

At PA Housing, we pride ourselves in being a disability confident employer and support our applicants with any additional adjustments they may require during their application process. We take a flexible approach to working, and support part-time hours, job shares, where possible and provide a salary sacrifice option for childcare vouchers.

As part of our Equality, Diversity and Inclusion strategy, actively hiring women into this role is one our objectives to increase and promote diversity at PA Housing. If you have the relevant skills and experience for the role, please apply on our recruitment portal via our company website.

Equality, diversity and inclusion | PA Housing

So who are we?

PA Housing is an award winning provider of affordable, quality homes, but our business is about more than property – it’s about people. We aim to put our residents at the centre of everything we do and offer first class services to all.

Our business is built around decades of experience in the social housing sector across the Midlands, London, Home Counties and the South East. We hold a stock of more than 24,000 homes and employ 600 plus staff to provide a high standard of service to our householders.

Our success and our plans for the future would not be possible without our dedicated team of staff members. Every one of our employees help to make a difference to the lives of our residents and other local people, and we look after our team members well.

As a Disability Confident and Equal Opportunities Employer, PA Housing welcomes applications from all suitably qualified candidates including those from black and minority ethnic (BME) groups and disabled candidates.

Ref: V11138

To apply for this role please click on the apply button or for any enquiries please email